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About Genesys

Genesys powers more than 25 billion of the world’s best customer experiences each year. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless... Read more

About Microsoft Office 365

Work anywhere, anytime, on any device. Office 365 is a suite of solutions designed to supercharge team productivity. It’s a secure and modern way to stay on the same page with teams, both in-office and remote.
data... Read more

About Tenfold

Tenfold is a phone intelligence solution which unifies a user’s phone system and CRM platform;
All calls made on your phone will be automatically logged in Microsoft Office 365,
allowing them to work together, and streamline the customer experience. Read more

100% Data Capture

Tenfold automatically captures every interaction and natively integrates with all
communication platforms including Microsoft Office 365

360-Degree View

Tenfold provides immediate transparency across all departments, specific to the current
customerstate

Ease of Implementation

There is minimal change to end user behavior and as always, no change in existing
infrastructure is required with the Tenfold and Microsoft Office 365integration

Adherence

With Tenfold, you also have the ability to innovate by leveraging your current tech stack
and operate within current security requirements

Capture 100% of your
customer interactions

80% of customer engagement data is
missing

Running a modern day business is like having a bad set of windshield wipers in a storm, you get 20%
visibility into the activity that your team is doing and not enough to really know what is going on.
Tenfold installs a new set of windshield wipers that gives you 100% visibility into your business.

Native integration with all communication
platforms

Tenfold provides automatic capture of customer interaction data in real-time with minimal change to
end user behaviors as well as the flexibility to add/change systems without hidden costs or service
fees.

Hear from our Customers

Request a Demo Put customer information into action on the phone, every time, in real-time. Request a Demo

Schedule a ConversationOur solution consultants are here to answer all of your questions.Talk with a Specialist

About Genesys

Genesys is a private telecommunications company selling customer experience and call center technology to mid-sized and large enterprises. Headquartered in Daly City, California, Genesys was founded by Gregory Shenkman and Alec Miloslavsky in October 1990. Its initial funding of $150,000 came from loans made by the founders’ families. Today, it has an estimated revenue of $850 million and employs more than 3,000 employees from its offices in Canada, Latin America, Europe, Middle East, Asia, Africa, and Australia.

Genesys acquired several companies over the years, the first of which is email management software developer Forte Software Inc. in 1997. Two years later, it acquired Next Age Technologies, a workforce management software developer.

Similarly, Genesys has been acquired by a couple of companies over the years, most recently by Permira and Technology Crossover Ventures in February 2012.

One of Genesys’ most-used products is the Customer Experience Platform, an omnichannel platform that delivers customer engagement, employee engagement, and business optimization capabilities that enable great relationships and business results. Its portfolio consists of three products: PureCloud, PureConnect, and PureEngage.

PureCloud allows users to connect with customers, manage tasks, and see trends in a single platform. It also provides real-time and historical data in interactive and dynamic views to help users get insights on their customers, enabling them to make quick decisions focusing on their customers’ happiness.

PureConnect transforms any call center into a customer engagement powerhouse, as this all-in-one solution allows users to connect with their clients on any channel, whether it be via phone, email, chat, or social media. It also features real-time speech analytics and quality monitoring tools to let supervisors better monitor customer sentiment. Businesses can tailor the system via customization and integration to meet their requirements.

PureEngage is ideal for global businesses looking to deliver competitive and superior customer experiences. It has real-time contextual journeys and world-class intelligent routing both on-premises and in the cloud. It also supports extensive customization through open APIs and web standards.

Genesys has received plenty of awards through the years. In 2016 alone, the company won the Speech Technology Excellence Award and CRM Excellence Award. It was also named as a Leader in TWO Forrester Waves for Contact Center Interaction Management. The San Francisco Business Times also included Genesys in its list of Best Places to Work 2016 under the large company category.

About Microsoft Office 365

Microsoft Office 365 CRM is a brand new app, currently being rolled out to Business Premium subscribers at no additional charge. Generally available in early 2017, Microsoft is currently working on full mobile access to the new platform. Already the company has released an app for iOS that includes note taking, mobile scanning for business cards, and meeting information.

Even though this app is new, it is connected with Microsoft Office, and its email client, Outlook. Like other CRM programs, it automates and organizes customer and sales data to streamline marketing and increase revenues. This is a welcome new tool for businesses, and in a format that most are already familiar with, having used the other components of Office. In fact, it is accessed through the “Customer Manager” tab in the Outlook toolbar so that team members can effortlessly add contacts, documents, tasks, events, and conversations to the CRM.

Apart from storing information, the platform also allows users to set up reminders to respond to customer interactions and link tasks with a particular company, contact, or project. Deals can be organized in several different ways, and sharing customer information with a team is made easier with the “Focused List” that hones details for particular emphasis.

Information is automatically gathered from email, the Outlook Calendar, and call logs, and helps with tracking commitments and opportunities by offering up timely details and reminders, and it helps prioritize time with the focused lists that keep everyone aware of the most pressing projects, deals, and customers.

Microsoft already has a full-blown enterprise system in Microsoft Dynamics 365, but it’s geared more toward large businesses, and Office 365 aims to be a lighter and more user-friendly app that small to midsized businesses can use to conduct lead acquisition and tracking, as well as customer outreach without the need to do a lot of duplicative data entry. It is easy to get started using it and companies can move up to Dynamics for deep dive information and customer insights when their business scales to a size where those are needed.

CRM platforms are getting smarter. By automating workflows and using machine learning, organizing and searching for customer data is easier for everyone to use. Advances in machine learning, in addition to business intelligence (BI), will continue to be a focus of this CRM platform and others that need data automation but don’t have an entire sales force to manage customer relationships. No doubt this will grow as businesses look for more efficient and smarter ways to engage their leads, manage communications, and convert them into customers.

COST: Free for users with Office 365 Enterprise or Business Premium plan.